Customer Service Team Lead (Contact Center)(In-House Or Remote)

Mashreq Bank; Canada; Remote; CAD 60,000 - 80,000; Full time

Job summary

A dynamic financial institution in Canada is seeking a highly motivated Customer Service Team Lead. This role involves providing leadership to customer service representatives, ensuring excellent customer satisfaction, and contributing to team training and performance management. Ideal candidates will have a proven track record in customer service leadership and a passion for innovation.

Qualifications

• Proven experience in leading and managing a customer service team.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.

Responsibilities

• Provide guidance and leadership to a team of customer service representatives.
• Monitor and assess team performance, ensuring targets and KPIs are met.
• Conduct training sessions to enhance the skills and knowledge of team members.
• Strive for excellence in customer satisfaction by addressing inquiries and resolving issues promptly.
• Identify opportunities for process enhancements and contribute to continuous improvement initiatives.

Skills

Leadership

Communication

Problem-Solving

Customer Focus

Adaptability

Tech-Savvy

Job description

Are you a dynamic leader with a passion for delivering unparalleled customer service? The Elite Job is seeking a highly motivated individual to join our team as a Customer Service Team Lead. In this role, you will play a crucial part in ensuring the seamless operation of our contact center, whether working in-house or remotely.

Responsibilities:

1. Leadership: Provide guidance and leadership to a team of customer service representatives.
2. Performance Management: Monitor and assess team performance, ensuring targets and KPIs are met.
3. Training and Development: Conduct training sessions to enhance the skills and knowledge of team members.
4. Customer Satisfaction: Strive for excellence in customer satisfaction by addressing inquiries and resolving issues promptly.
5. Process Improvement: Identify opportunities for process enhancements and contribute to continuous improvement initiatives.
6. Communication: Facilitate effective communication between team members and other departments.
7. Reporting: Generate and analyze reports to evaluate team performance and identify areas for improvement.
8. Adaptability: Thrive in a fast-paced environment and adapt to changes in customer service strategies.

Required Skills:

1. Leadership: Proven experience in leading and managing a customer service team.
2. Communication: Excellent verbal and written communication skills.
3. Problem-Solving: Strong analytical and problem-solving abilities.
4. Customer Focus: A passion for delivering exceptional customer service.
5. Adaptability: Ability to adapt to changing priorities and work in a dynamic environment.
6. Tech-Savvy: Familiarity with customer service software and tools.

Join The Elite Job and be a part of a team that values excellence, innovation, and customer satisfaction. Apply now to embark on a rewarding career journey with us!